Incident Management is a highly visible process to the business and end users of the services provided by the IT department. The primary aim of effective incident management is the fast restoration of service to standard working conditions. In this regard "reboot your PC" could be demonstrating good incident management. However, there is much more to it than that. This toolkit provides a wide variety of resources to boost your understanding and ability to implement Incident Management in your organization.
Contents include Incident Management Objectives and Goal templates, incident ticket template and a category definition document.
Find also a Incident Management Powerpoint presentation that you can use for workshopping, awareness or a structured education program. There is a Incident Management assessment form that helps you determine the current status of the process.
Incident Management would not be complete without some information regarding the process owner, so also included is a roles and responsibilities guideline.
This toolkit includes a variety of electronic documents that provide a head start for the implementation, education and awareness for this ITIL process area.
Well thought out IT Service Management processes are becoming an increasingly important component in the delivery of higher customer satisfaction.
The kit is designed for those who have or are looking for awareness or skills, but not necessarily the time to develop the necessary templates and structure for the implementation.
The kit serves to act as a starting point. It will give you a clear path to travel. It is designed to be a valuable source of information and activities.